Troubleshoot Inline Image Issues in BoldDesk Tickets

Inline images in ticket replies enhance communication by providing visual context. However, these images may sometimes fail to load due to network or browser-related issues. Common causes include:

• Network restrictions where required domains are blocked by firewalls or proxy settings.
• Browser session or cache issues that interfere with image rendering.
• Platform-specific behavior causing images to load differently in the agent portal versus the customer portal.
• Large or corrupted files that fail to display properly.

Troubleshooting Steps

1. Check Network Access

• Ensure your network does not block the domain .googleapis.com.
• Contact your IT team to confirm access to this domain.

2. Try an Alternate Network

• Connect via a mobile network or hotspot to determine if the issue is network related.

3. Verify on Other Platforms

• Check if images load correctly in:
  • BoldDesk Mobile App
  • Customer Portal

4. Browser Session Check

• Log in to the Customer Portal using the same browser and verify image behavior.
• If images load there, the issue may be specific to the agent portal session.

5. Generate HAR File for Analysis

• Learn more on: Guide to Accessing Console Tab & Network Tab | Shortcuts for DevTools.
• If the HAR file exceeds 20 MB, compress it or upload it to Google Drive or Dropbox and share the link with BoldDesk Support.

Best Practices

• Avoid blocking essential domains like .googleapis.com.
• Clear browser cache regularly to prevent rendering issues.

Frequently Asked Questions (FAQs)

Q1: Why are inline images not loading in my BoldDesk ticket replies?
Inline images may fail to load due to network restrictions, browser cache issues, platform-specific behavior, or large/corrupted image files.

Q2: Which domain should I whitelist to fix image loading issues?
Ensure that your network allows access to .googleapis.com, as blocking this domain can prevent images from loading.

Q3: How can I check if the issue is network-related?
Try connecting via a mobile network or hotspot. If images load correctly, the issue is likely with your primary network configuration.

Q4: Do inline images behave differently in the Customer Portal and Agent Portal?
If yes, images load in the Customer Portal but not in the Agent Portal, the issue may be related to the agent portal session or browser settings.

Q5: What should I do if the problem persists after clearing cache and checking network settings?
Generate a HAR file while reproducing the issue and share it with BoldDesk Support. If the file exceeds 20 MB, compress it or upload it to Google Drive or Dropbox and share the link.

Q6: Are there any best practices to prevent inline image issues?

• Avoid blocking essential domains like .googleapis.com.
• Clear browser cache regularly.